Remote Monitoring & Management Endorsement

Last updated 7-21-2025

BY ACCEPTING THIS ENDORSEMENT, EITHER BY INDICATING YOUR ACCEPTANCE, BY EXECUTING A SALES ORDER THAT REFERENCES THIS ENDORSEMENT, OR BY RECEIVING OR UTILIZING THE SOFTWARE OR SERVICES (AS DEFINED BELOW), YOU AGREE TO ALL THE TERMS OF THIS ENDORSEMENT, SUBJECT TO THE TERMS OF THE MASTER AGREEMENT, EITHER SERVICE OR MANAGED SERVICE, REFERENCED ON THE SALES ORDER.

1. Scope

Initial number* of included device: «monitored_devices»

*subject to change, see “adding and removing devices” section below

2. Definitions

For purposes of this Agreement, the following definitions shall apply:

(a) “Computer System” shall mean the computer hardware, identified by model and serial numbers, and the computer software listed on Exhibit One, attached hereto and made a part hereof. And any additional hardware as client may, from time to time, identify through the normal course of business and notify the Service Provider of such devices in accordance with the remainder of this agreement.

(b) “Services” shall mean the Maintenance and Management of the Computer System, specifically defined in Description of Services and further detailed in Scope of Services.

(d) “RMM Platform” shall mean a web-based software tool utilized by Kelley Brothers IT for the delivery of services such as but not limited to the remote monitoring of computer systems and their key vitals, the remote access of Client Computer Systems as needed, (Without notice to the client of this access. Reports of access events available upon request) and maintenance of Client Computer Systems such as patching of systems and remediation of security threats as needed and subject to the terms and limitations of this agreement.

(e) “Monitoring” shall mean the oversight and monitoring of certain key vitals on Client Computer Systems using metrics obtained via the current RMM Platform in use by Kelley Brothers IT.

(f) “Maintenance” shall mean preventative and remedial maintenance of the Computer System as requested by client and as purchased time allows.

(g) “Management” shall mean the scheduling of the use of the Computer System, procurement of supplies and spare parts at the sole cost of Client, and recommendation of changes and additions thereto.

3. Description of Services

Kelley Brothers IT will install a remote monitoring & management tool (the RMM tool) on all applicable workstations to provide support when needed. This tool is provided by a third party company, currently N‑able Technologies Ltd.

4. Service Security

The RMM tool utilizes two factor authentication on the Service Provider end to prevent unauthorized access.

5. Fetching and storing information

The RMM tool will fetch and store system metrics on a secure server offered by the third party provider on a recurring basis. These metrics may include but are not limited to:

External and internal IP address information
MAC addresses
Serial Numbers
Bitlocker encryption keys
Currently logged in user
Device name
System hardware specifications
Installed software programs and license keys
Login attempts
Antivirus version and status
Available disk space
System performance metrics such as available memory, processor utilization etc.
System update status
System event log entries

6. Script Deployment & Execution

The RMM tool allows the Service Provider to deploy and run predefined scripts and commands to applicable systems. This includes scheduling device patch installation, restarts, software installation etc.

7. Remote Access

This tool provides 1 click remote access to all applicable systems without the need for Client action. This means that Kelley Brothers IT may, at any time and without notice, remotely access any applicable device in order to fulfill the terms of this Managed Service Agreement. We will do our best to perform these actions outside of Client business hours. If access is required during business hours, we will make every attempt to contact and coordinate a time to provide service with the end user currently using the device in question, subject to the terms of the applicable SLA.

At the request of the client, Kelley Brothers IT can provide a log showing all sessions along with their duration.

8. Background Connections

The RMM tool also allows the Service Provider to remotely initiate a background connection to all applicable systems. This background process happens without interfering with the operations of the end user. During a background session a technician can view the following information and perform these actions:

Background commands ran through Command Prompt, PowerShell or similar terminal interface
Initiate file transfers to and from the device
View running processes
View and modify registry entries
Restart & shut down the device

9. Changes in RMM Tool provider

From time to time, Kelley Brothers IT may change RMM tool providers. We do our best to vet the tools we use and only implement ones that meet our standards. If we are changing providers we will let you know in advance so that we can facilitate a seamless transition.

10. Adding and Removing Devices

Through the course of providing the services in this agreement, the number of devices that need the RMM tool will fluctuate up and down. Increases or decreases of less than 10 devices at a time will be billed accordingly to the client on a prorated basis and will not require any changes to this agreement. Any single increase or decrease greater than 10 devices will require a modified agreement.

11. Patch Management

Service provider will install relevant operating system and software patches to monitored client computer systems in accordance with industry standard practices and based upon the “best efforts” policy included in this agreement.

From time to time, software vendors will release software patches that cause system downtime and, in rare cases, irrecoverable errors and data loss. Kelley Brothers IT is not responsible for the actions of third parties nor for their software update practices. We will do our best to install only stable patches.

We will attempt to install patches on the day and time specified in the original sales order unless modified in writing by both parties.

If we are unable to do so, we will contact the user of the device and arrange a date and time to install required updates.